Mains Practice Questions

Approach

• Start the answer by defining the concept of the Citizen’s Charter
• Discuss the foundational features of a citizen’s charter and what do citizens expect out of it.
• Conclude suitably.

Introduction

Citizen Charters is a document that acts as a means of solving the day-to-day problems which citizens experience while dealing with organizations providing public services. It expresses the understanding between citizens and the provider of public service.

Body

The elements of a good Charter are:

• Focus on Customer Requirements
• Simple Language
• Service Standards
• Effective Remedies
• Training
• Delegation
• Feedback Mechanism
• Close Monitoring
• Periodic Review.

Citizens have the following expectations from Government Departments/Service Providers:

• Reliability or consistency in performance
• Responsiveness or timely service
• Credibility or having customer interest at heart
• Empathy or attention to customer’s needs
• Courtesy and care or physical evidence of willingness to serve.

Conclusion

To sum up, the six principles of Citizen’s Charters are published standards; openness and clarity of information; choice and consultation; courtesy and helpfulness; redress when things go wrong; and value for money.